Source · Select Committees · Work and Pensions Committee
Recommendation 24
24
Not Addressed
Many local authorities lack resources to coordinate effective benefits take-up support.
Conclusion
Effective take-up work requires, firstly, face to face support and encouragement from trusted individuals and organisations on the ground. The complexity of the benefits system means that expert welfare rights advice is often also needed. In some areas, local authorities, third sector and community organisations work together effectively to do this. The 85 rewards are significant—increasing the incomes of the poorest pensioners, bringing money into the local economy and reducing demand on health and social care services. However, not all local authorities co-ordinate action to support benefit take-up, often as a result of resourcing challenges. These tend to be the same local authorities who would benefit most from planned engagement activities. (Conclusion, Paragraph 131)
Government Response Summary
The government response describes its existing internal resource plans for timely claim processing and ongoing strategies for place-based promotion and supportive communications. However, it does not directly address the committee's observations regarding varying local authority coordination or the need for external expert welfare rights advice.
Government Response
Not Addressed
HM Government
Not Addressed
The Department already has resource plans in place to ensure claims to Pension Credit and other benefits are processed in a timely manner. These plans are reviewed on a regular basis to reflect the volumes of claims the Department expects to receive. Demand for Pension Credit new claims has historically been cyclical with annual peaks in claims intake. The Department tends to receive higher volumes of new claims in the Autumn and Spring and claims volumes reduce over the summer and during holiday periods. Our staffing levels do not remain static. As we have done on numerous previous occasions, we can continue to respond to increased demand by mobilising our resources. Staff processing Pension Credit new claims go through an assessment process to ensure that they are equipped with all the knowledge and skills needed to deal with complex cases and are able to resolve most enquiries. DWP Retirement Services has a Quality Framework with feedback processes to ensure that any additional training is provided to address any capability gaps. To assist with assurance, telephony is monitored through call listening. Additionally, we have specialist advisors who are able to support on more complex cases. The Department has made significant progress in implementing ‘place-based’ promotion through trusted advocates/ partners as part of our nationwide Pension Credit stakeholder outreach campaign. We also engage with all councils in Great Britain through regular Local Authority Welfare Direct bulletins and targeted email communications. This grassroots approach has been amplified through strategic partnerships with the private sector, charities, and community outreach support groups nationwide. Our strategy recognises that trusted local voices are essential for reaching those who may be hesitant to engage with government services directly. Community libraries have hosted in-person events whilst charities have integrated our materials into their regular customer and community interactions, ensuring our message reaches people through channels they already trust and use. To strengthen our communications approach, we are embedding messaging that positions DWP as a supportive service dedicated to helping people access their entitlements. This includes developing accessible materials in digital and print format, including resources that provide guidance to people who help pensioners to assess their eligibility for support.